Customer Success Specialist

Responsibilities

• Manage a steady volume of inbound and outbound calls with customers regarding past-due mortgage accounts and payment resolution options.
• Respond to borrower questions with patience and clarity, delivering service that is detail-oriented, respectful, and solutions-focused.
• Record conversation details, account updates, and next steps accurately within company systems to support proper follow-up.
• Apply established regulatory, quality, and service guidelines in every customer interaction.
• Attend training sessions, coaching meetings, and performance reviews to strengthen product knowledge and call handling skills.
• Work closely within a structured on-site call center setting while meeting productivity and service expectations.
• Support department goals by following assigned schedules and participating in the required monthly Saturday rotation.
• Assist with mortgage loss mitigation and collections-related activities as directed by department procedures.